County of San Mateo Office of the Controller Request for Proposals for Property Tax System IBM iseries Migration & Hosting Services October 4, 2013 RFP No. 1284 Submit Proposals to the following address: County of San Mateo Office of the Controller Attn: Harshil Kanakia, Management Analyst III 555 County Center St., 4 th Floor Redwood City, California 94063 Proposals are due to the County by no later than Wednesday January 8, 2014 at 4:00 P.M., PT PROPOSALS WILL NOT BE ACCEPTED AFTER THIS DATE AND TIME Note Regarding the Public Records Act: Government Code Sections 6250 et seq., the California Public Record Act, defines a public record as any writing containing information relating to the conduct of the public business. The Public Record Act provides that public records shall be disclosed upon written request and that any citizen has a right to inspect any public record unless the document is exempted from disclosure. Be advised that any contract that eventually arises from this Request for Proposals is a public record in its entirety. In addition, all information submitted in response to this Request for Proposals is itself a public record without exception. Submission of any materials in response to this Request for Proposals constitutes a waiver by the submitting party of any claim that the information is protected from disclosure. By submitting materials, (1) you are consenting to [1]
release of such materials by the County if requested under the Public Records Act without further notice to you and (2) you agree to indemnify and hold harmless the County for release of such information. [2]
TABLE OF CONTENTS I. SECTION I - GENERAL INFORMATION...5 II. SECTION II - RFP PROCEDURE...6 A. TENTATIVE SCHEDULE OF EVENTS... 6 B. SUBMISSION OF PROPOSALS... 6 1. Acknowledgment of Receipt Form Due... 6 2. Proposal... 6 C. CONFIDENTIALITY OF PROPOSALS... 7 D. PROPOSAL EVALUATION... 8 E. PROPOSAL RECOMMENDATION... 9 F. NOTICE TO PROPOSING VENDORS... 9 G. PROTEST PROCESS... 9 III. SECTION III GENERAL TERMS AND CONDITIONS...10 IV. SECTION IV SCOPE OF WORK...14 A. Property Tax System Migration Services... 14 B. Property Tax System Hosting Services Requirements... 14 1. System Administration... 14 2. System Backup and Restore... 14 3. Troubleshooting and Remediation (24x7x4 Support)... 15 4. Performance Monitoring and Tuning... 15 5. Capacity Monitoring and Planning... 15 6. Device Management... 15 7. Production Operations Monitoring and Scheduling... 15 8. Routine IBM Hardware & Software Maintenance... 16 9. Network and Communications... 16 10. WebSphere Support... 16 11. Security... 16 12. Disaster Recovery... 17 13. Facilities... 17 C. Current iseries System Specifications... 17 1. SMCTAX... 17 2. SMCTEST... 18 3. SMCTWEB1... 18 4. SMCTWEB2... 18 D. Current iseries System Utilization... 19 1. SMCTAX... 19 2. SMCTEST... 19 3. SMCTWEB1... 19 4. SMCTWEB2... 19 E. Recommended Replacement Hosted System... 20 F. Recommended Power System Specifications by Partition... 20 1. SMCTAX... 20 2. SMCTEST... 20 [3]
3. SMCTWEB1... 21 4. SMCTWEB2... 21 G. Recommended iseries System Performance Utilization Benchmarks... 21 1. SMCTAX... 21 2. SMCTEST... 22 3. SMCTWEB1... 22 4. SMCTWEB2... 22 H. Required Back-up schedule... 22 I. Required Retention and off site data storage... 23 J. Recommended Business Continuity... 23 K. Third Party Software Application Requirements... 23 1. Worksright Software, Inc. Per-Zip-4... 23 2. Maani Charting Software... 23 3. X-Analysis Software... 23 L. Vendor Responsibilities... 23 1. Pre-Implementation planning... 23 2. Hardware Selection... 24 3. System Installation... 24 4. System Configuration... 24 5. Project Team Functional Training... 24 6. System Testing... 24 7. Migration to Production... 25 8. Project Management... 25 9. Prime Vendor Responsibility... 26 V. SECTION V PROPOSAL SUBMISSION REQUIREMENTS...27 A. General Instructions... 27 B. Cover Letter... 27 C. Specified Content and Detailed Sequence of Information in the RFP... 27 D. Tabbing of Sections... 28 VI. SECTION VI ATTACHMENTS*...32 Attachment 1. Standard County Agreement with Independent Contractor... 32 Attachment 2. Standard County Agreement Attachment I: Assurance of Compliance with Section 504 of the Rehabilitation Act of 1973, as Amended... 32 Attachment 3. Equal Benefits Program Frequently Asked Questions... 32 Attachment 4. Chapters 2.84 and 2.85 of the Ordinance Code of San Mateo County... 32 Attachment 5. Acknowledgement of Receipt Form... 32 Attachment 6. Functional Requirements Matrix... 32 Attachment 7. Current vs. Proposed LPAR Specifications... 32 Attachment 8. SMCTAX Software Resources List... 32 Attachment 9. SMCTEST Software Resources List... 32 Attachment 10. SMCTWEB1 Service Configuration List... 32 Attachment 11. SMCTWEB1 Software Resources List... 32 Attachment 12. SMCTWEB2 Software Resources List... 32 Attachment 13. SMCTWEB2 Service Configuration List... 32 Attachment 14. Standard County Agreement Attachment IP: Intellectual Property... 32 [4]
I. SECTION I - GENERAL INFORMATION STATEMENT OF INTENT The County of San Mateo ( County ) seeks a provider of services ( vendor ) to migrate its Property Tax System from three IBM iseries servers to an IBM Power Server and to provide long term managed hosting for the Power Server. Responses to this Request for Proposal ( RFP ) will be used to select a vendor or vendors, pursuant to Section II.E below, and act as a basis for contract negotiation for the transition and ongoing fees to host the Property Tax System. The target period for the proposed services is May 2014 through May 2017. BACKGROUND The County of San Mateo owns and manages a suite of three IBM iseries (AS/400) midrange computers that support the Property Tax System for the Tax Collector and the Controller as well as payment processing for the San Mateo Medical Center and Revenue Services. Key issues with the current environment are summarized below: 1. Hardware & Software The existing hardware is outdated and will no longer support OS and ancillary software application upgrades. 2. Cost It is anticipated that it would be more cost effective to lease hosting services than to pay for on-staff support and to replace hardware and software on an ongoing basis. 3. Continuity of Business/Disaster Recovery A strong continuity of business and disaster recovery model needs to be developed and put in place. 4. Twenty-four / Seven Support The property tax system requires 24/7 support. If the system is not undergoing maintenance or being backed-up, it must be available for its e-commerce component. THE REQUEST FOR PROPOSALS PROCESS This RFP seeks the submission of proposals to provide services from any interested and qualified vendors. The Controller s office ( Department ), which is a part of the government of the County of San Mateo, seeks by way of this RFP to obtain the listed services in a manner that [5]
maximizes the quality of services while also maximizing value to the County and, by extension, the citizens of the County. Vendors must be able to show that they are capable of performing the services requested. Such evidence includes, but is not limited to, the vendor s demonstrated competency and experience in delivering services of a similar scope and type and local availability of the vendor's personnel and equipment resources. II. SECTION II - RFP PROCEDURE This section describes the general RFP procedure used by the Department, and the remaining sections of this RFP list detailed requirements. A. TENTATIVE SCHEDULE OF EVENTS Event Tentative Date 1. RFP Release Date 10/04/2013 2. Acknowledgment of Receipt Form Due 11/06/2013 3. Deadline to Submit Written Questions 11/18/2013 4. Release of Responses to Written Questions 12/02/2013 5. Information Conference Meeting with Department 12/13/2013 6. Proposal Deadline Proposals Must be RECEIVED by 01/08/2014 4:00 p.m. PT on This Date 7. Start Review of Proposals** TBD 8. Vendor Short-List Announced** TBD 9. Proposal Selected 02/04/2014 10. Recommendation to Board of Supervisors TBD 11. Planned Contract Award Date May 2014 ** Depending on the number and nature of proposals received from vendors, it is possible that the County could elect to identify a short-list for vendors first. If this were to occur, the end dates for these tasks will be published. B. SUBMISSION OF PROPOSALS 1. Acknowledgment of Receipt Form Due Vendors interested in submitting proposals in connection with this RFP must complete the Acknowledgment of Receipt Form in Attachment 5 to this RFP. This completed form must be returned to the Department by November 6, 2013 (4:00 p.m.). The form must also be signed by the vendor. A scanned copy of this form sent to the email address provided in Attachment 5 is acceptable. Late entries will not be considered unless the evaluation committee finds that it is in the best interest of the County to do so. 2. Proposal All proposals must be formatted and submitted according to the instructions in Section V.A. (General Instructions) below and must be received and date/time stamped by the [6]
Department no later than 4:00 p.m. PT on the Proposal Deadline date as listed in the TENTATIVE SCHEDULE OF EVENTS above. There will be no public opening of proposals. All proposals shall be firm offers, and will so be considered by the County, although the County reserves the right to negotiate terms upon evaluation of the proposals. Proposals will be considered valid offers for a period of one hundred and twenty (120) days following the close of the RFP. By submitting a proposal, each vendor certifies that its submission is not the result of collusion or any other activity that would tend to influence (directly or indirectly) the selection process. The proposal will be used to determine the vendor's capability of rendering the services to be provided. The failure of a vendor to comply fully with the instructions in this RFP may eliminate its proposal from further evaluation as determined at the sole discretion of the County. The Department reserves the sole right to evaluate the contents of proposals submitted in response to this RFP and to select a contractor, if any. Proposals received late will not be opened or given any consideration for the proposed services unless doing so is deemed to be in the best interest of the County, as determined in the sole discretion of the Department. Upon receipt by the Department, all proposals will be date/time stamped. All proposals received prior to the deadline for proposals will be kept unopened and in a secure place. C. CONFIDENTIALITY OF PROPOSALS California Government Code Sections 6250 et seq. (the California Public Records Act or the Act ) defines a public record as any writing containing information relating to the conduct of the public business. The Act provides that public records shall be disclosed upon written request and that any citizen has a right to inspect any public record unless the document is exempted from disclosure. The Department, which is part of the County of San Mateo, is subject to the California Public Records Act. Be advised that any contract that eventually arises from this RFP is a public record in its entirety. Also, all information submitted in response to this RFP is itself a public record without exception. Submission of any materials in response to this RFP constitutes a waiver by the submitting party of any claim that the information is protected from disclosure. By submitting materials, (1) you are consenting to release of such materials by the County if requested under the Public Records Act without further notice to you and (2) you agree to indemnify and hold harmless the County for release of such information. If the County/Department receives a request for any portion of a document submitted in response to this RFP, the County will not assert any privileges that may exist on behalf of the person or entity submitting the proposal, and the County reserves the right to disclose the requested materials without notice to the party who originally submitted the requested material. To the extent consistent with the Public Records Act and applicable case law interpreting those provisions, the County/Department and/or its officers, agents, and [7]
employees retain discretion to release or withhold any information submitted in response to this RFP. Submission of a proposal constitutes a complete waiver of any claims whatsoever against the County and/or its officers, agents, or employees that the County has violated a vendor's right to privacy, disclosed trade secrets, or caused any damage by allowing the proposal to be inspected. D. PROPOSAL EVALUATION All proposals received will be evaluated by an RFP Evaluation Committee. During the evaluation process, the County may require a vendor's representative to answer specific questions orally and/or in writing. The County may also require a visit to the vendor's offices, other field visits or observations by County representatives, or demonstrations as part of the overall RFP evaluation. As part of the evaluation process, the County may issue to short-listed vendors a request for a Best and Final Offer (BAFO). This request may include specific instructions as to the content and form of the BAFO and an invitation to submit a revised proposal. Regardless of whether a request for a BAFO is made, additional interactions or information may be required of short-listed vendors. The most qualified individual or firm will be recommended to the Department and/or County management by the RFP Evaluation Committee based on the overall strength of each proposal, and the evaluation is not restricted to considerations of any single factor such as cost. Execution of an agreement has been tentatively scheduled for May 2014. Responses to this RFP must adhere to the format for proposals detailed in Section V - PROPOSAL SUBMISSION REQUIREMENTS. The criteria used as a guideline in the evaluation will include, but not be limited to, the following: 1. Firm qualifications and experience, including capability and experience of key personnel and experience with other public or private agencies to provide these services 2. Proposed approach, including clarity of understanding of the scope of services to be provided and appropriateness of the proposed solution/services 3. Customer service 4. History of successfully managing other contracts with public or private agencies 5. Ability to meet any required timelines or other requirements 6. Claims and violations against you or your organization 7. Cost to the County for the primary services described by this RFP 8. Cooperative purchasing options (if any) and cost of possible additional services 9. References 10. Compliance with County RFP & contractual requirements [8]
The County may consider any other criteria it deems relevant, and the Evaluation Committee is free to make any recommendations it deems to be in the best interest of the Department and/or the County. Inaccuracy of any information supplied within a proposal or other errors constitute grounds for rejection of the proposal. However, the County may, in its sole discretion, correct errors or contact a vendor for clarification. Note that the County reserves the right to evaluate proposals solely based on each vendor's written submission. In relation to written materials, evaluation will be performed only on the material included directly in the proposal itself unless otherwise indicated or requested by the County. The evaluation team will not access company web sites or read sales brochures, marketing materials, or white papers in evaluating vendor experience or proposed methodology unless doing so is in the County s best interest. The vendor may submit additional materials or reference on-line information in your proposal if you wish, but these will not necessarily be considered during the proposal evaluation process. The County reserves the right to accept other than the proposals with the lowest costs and to negotiate with vendors on a fair and equal basis when the best interests of the County are served by doing so. E. PROPOSAL RECOMMENDATION The Evaluation Committee will recommend a vendor or vendors to Department management or may recommend that the proposals be rejected. Department management will then make its own decision as to whether to accept or reject the Evaluation Committee's recommendations. Ultimate acceptance or rejection of the recommended proposal and execution of a contractual agreement is the independent prerogative of the Department and/or the County, notwithstanding any recommendations made by the Evaluation Committee. The County reserves the right to stop negotiations at any time with a vendor and begin negotiations with another vendor. F. NOTICE TO PROPOSING VENDORS The Department is not required to give notice to vendors in any specific format or on any particular timeline. At some point prior to execution of a final agreement for the requested services, the Department will notify those who submitted proposals of their non-selection. Vendors may be notified at different times depending on the needs of the Department. G. PROTEST PROCESS If a vendor desires to protest the selection decision, the vendor must submit by email a written protest within five (5) business days after the delivery of the notice about the decision. The written protest should be submitted to the County as outlined below. Protests received after the deadline will not be accepted. Protests must be in writing, must include the name and address of the vendor and the Request for Proposals numbers, and must state all the specific ground(s) for the protest. A protest that merely addresses a single aspect of the selected proposal (for example, comparing the cost of the selected proposal in relation to the non-selected proposal) is not sufficient to support a protest. A [9]
successful protest will include sufficient evidence and analysis to support a conclusion that the selected proposal, taken as a whole, is an inferior proposal. The County will respond to a protest within ten (10) business days of receiving it, and the Department may, at its election, set up a meeting with the vendor to discuss the concerns raised by the protest. The decision of the County will be final. The protest letter must be sent by email to: Harshil Kanakia, Management Analyst III Email: hkanakia@smcgov.org III. SECTION III GENERAL TERMS AND CONDITIONS 1. Read all Instructions. Please read the entire RFP and all Attachments before preparing your proposal. 2. Proposal Includes the RFP. This RFP constitutes part of each proposal and includes the explanation of the Department s needs, which must be met. 3. Proposal Costs. Costs for developing proposals are entirely the responsibility of the vendor and shall not be charged to the Department or otherwise reimbursed by the County. 4. Proposal Becomes County Property. The RFP and all materials submitted in response to this RFP will become the property of the County. 5. Questions and Response Process. Submit all questions relating to this RFP as follows: E-mail to: Harshil Kanakia, Management Analyst III Email: hkanakia@smcgov.org All questions must be received no later than 4:00 p.m. on Monday November 18, 2013. All questions and answers will be posted on the Controller s Office website at http://www.co.sanmateo.ca.us/controller If changes to the RFP are warranted, they will be made in writing, clearly marked as addenda to the RFP and posted to the above website. It is the responsibility of each vendor to check the website listed above for changes and/or clarifications to the RFP prior to submitting a response, and a vendor s failure to do so will not provide a ground for protest. 6. Information Conference. The County will hold an Information Conference on Friday December 13, 2013 at 10:00 A.M at 455 County Center St., 1 st Floor, Room 101, [10]
Redwood City, California 94063.While attendance at the Information Conference is not mandatory, the County strongly recommends it. 7. Alteration of Terms and Clarifications. No alteration or variation of the terms of this RFP is valid unless made or confirmed in writing by the County. Likewise, oral understandings or agreements not incorporated into the final contract are not binding on the County. If a vendor discovers any ambiguity, conflict, discrepancy, omission, or other error in the RFP, the vendor must immediately notify the County of such error in writing and request modification or clarification of the document. If a vendor fails to notify the Department of an error in the RFP prior to the date fixed for submission, the vendor shall submit a response at his/her own risk, and if the vendor enters into a contract, the vendor shall not be entitled to additional compensation or time by reason of the error or its later correction. Modifications or clarifications to the RFP will be posted to the website as outlined in Section III.5, above, without divulging the source of the request for it. At its discretion, the Department may also give electronic notice of modifications or clarifications to the RFP by email to all parties who have notified the Department of their electronic contact information in response to this RFP, but no party that fails to receive email notice has any basis for protest given that all clarifications will be available online. It is the obligation of all proposing parties to check the website listed in Section III.5 for updates regarding the RFP if they wish to be kept advised of clarifications prior to submitting a proposal. 8. Selection of Vendor(s). The selection of a vendor will be memorialized in the form of a County Agreement with Independent Contractor (see Section VI, Attachment 1), authorized by a resolution of the County Board of Supervisors and signed by both parties. The County reserves the right to reject any or all proposals without penalty. The County s waiver of an immaterial deviation in the proposal shall in no way modify the RFP documents or excuse the vendor from full compliance with the specifications if the vendor enters into an agreement with the County. Once a vendor is selected, the agreement with that vendor must still be negotiated and submitted to the San Mateo County Board of Supervisors for approval, and there is no contractual agreement between the selected vendor and the County unless and until the Board of Supervisors accepts and signs the agreement. Selection of a proposal for negotiation of contract terms and eventual submission to County leadership by way of an agreement does not constitute an offer, and vendors acknowledge by submission of a proposal that no agreement is final unless and until approved by the Board of Supervisors. 9. Equal Benefits. With respect to the provision on employee benefits, Contractor/vendor must comply with the County Ordinance prohibiting discrimination in the provision of employee benefits between a full-time employee with a registered domestic partner and one with a spouse (see Section VI, Attachments 3 and 4). [11]
10. Jury Duty. The contractor must comply with the County Ordinance requiring that the contractor have and adhere to a written policy the provides its full-time employees who live in San Mateo County with no fewer than five days of regular pay for actual jury service in San Mateo County. This policy may provide that employees deposit any fees received for such jury service with the contractor or that the contractor deduct the from the employee s regular pay the fees received for jury service (see Section VI, Attachment 4). If the vendor has no employees that qualify for jury duty in San Mateo County, the vendor may satisfy this requirement by providing the County with written confirmation of the fact that (1) it has no such employees and (2) its policy is to comply with the juryduty pay ordinance with respect to any future qualifying employees. 11. Insurance. The County has certain insurance requirements that must be met. In most situations those requirements include the following: the contractor must carry $1,000,000 or more in comprehensive general liability insurance; the contractor must carry motor vehicle liability insurance, and if travel by car is a part of the services being requested, the amount of such coverage must be at least $1,000,000; if the contractor has two or more employees, the contractor must carry the statutory limit for workers compensation insurance; if the contractor or its employees maintains a license to perform professional services (e.g., architectural, legal, medical, psychological, etc.), the contractor must carry professional liability insurance; and generally the contractor must name the County and its officers, agents, employees, and servants as additional insured on any such policies (except workers compensation). Depending on the nature of the work being performed, additional requirements may need to be met. 12. Incomplete Proposals May be Rejected. If a vendor fails to satisfy any of the requirements identified in this RFP, the vendor may be considered non-responsive and the proposal may be rejected. 13. Contact with County/Department Employees. As of the issuance date of this RFP and continuing until the final date for submission of proposals, all vendors are specifically directed not to hold meetings, conferences, or technical discussions with any County employee for purposes of responding to this RFP except as otherwise permitted by this RFP. Any vendor found to be acting in any way contrary to this directive may be disqualified from entering into any contractual agreement that may result from this RFP. Vendors should submit questions or concerns about the process as outlined in Section III.5, above. The vendor should not otherwise ask any County/Department employees questions about the RFP or related issues, either orally or by written communication, unless invited to do so. 14. Group Purchasing Organization Participation. Vendors should keep in mind that the County is a participant in more than one Group Purchasing Organization (GPO), and this RFP is open to those who provide services under a GPO. Vendors should ensure their proposals are as competitive as possible while also providing the highest quality services in order to be considered a viable vendor for the listed services. The County reserves the right to use a GPO vendor if doing so is in the County s best interest, as determined [12]
solely by the Department, even if that vendor does not submit a proposal in response to this RFP. 15. Travel Costs. If the services being requested will require you or your employees to travel to the Bay Area, and if the Department opts to permit travel expenses to be reimbursed, there are some general guidelines regarding reimbursement rates that will apply. In general, the following restrictions should be kept in mind: reimbursement for the actual cost of lodging, meals, and incidental expenses ( LM&I Expenses ) is limited to the then-current Continental United States ( CONUS ) rate for the location of the work being done (San Mateo / Foster City / Belmont, California), as set forth in the Code of Federal Regulations and as listed by the website of the U.S. General Services Administration (available online by searching www.gsa.gov for the term CONUS ); airline and car rental travel expenses ( Air & Car Expenses ) are limited to reasonable rates obtained through a cost-competitive travel service (for example, a travel or carrental website), with air travel restricted to coach fares and car rental rates restricted to the mid-level size range or below; and certain other reasonable travel expenses ( Other Expenses ) such as taxi fares, parking costs, train or subway costs, etc. may be reimbursable on an actual-cost basis. You should not assume that the Department will permit travel from the Bay Area to be reimbursed, and your proposal should include such travel costs if applicable. Travel costs should be minimized or eliminated in order for a proposal to be competitive. 16. Miscellaneous. This RFP is not a commitment or contract of any kind. The County reserves the right to pursue any and/or all ideas generated by this RFP. The County reserves the right to reject any and all proposals and/or terminate the RFP process if deemed in the best interest of the County. Further, while every effort has been made to ensure the information presented in this RFP is accurate and thorough, the County assumes no liability for any unintentional errors or omissions in this document. The County reserves the right to waive or modify any requirements of this RFP when it determines that doing so is in the best interest of the County. [13]
IV. SECTION IV SCOPE OF WORK The County of San Mateo seeks a provider of services (vendor) to migrate its Property Tax System from three IBM iseries servers to an IBM Power Server and to provide long term managed hosting for the Power Server. Note: When submitting your proposal, please refer to the Functional Requirements (Attachment 6) to address each of the following requirements. A. Property Tax System Migration Services 1. Identify the appropriate IBM Power System hardware and operating system size and configuration to store and run the Property Tax System. 2. Perform the migration from the existing IBM iseries servers to the new Power system server. 3. Unit Test, configure and install the migrated platform into a system test environment. 4. Provide supported evidence that all objects have been migrated 5. County will provide user testing scripts and perform user testing 6. Provide support for system test in parallel with current production system for at least two weeks. 7. Move tested, migrated system to production 8. Provide post migration production support 24/7 B. Property Tax System Hosting Services Requirements 1. System Administration Provide overall systems administration services including: a. Serve as main contact with IBM systems engineers and maintenance support b. Coordinate and schedule all system maintenance and downtime with the Department c. Maintain logs and document all system maintenance, issues and/or outages d. Advise Department of all untoward or close to limits conditions e. Provide 24/7 Help-Desk/Service-Desk Support and on site staff 2. System Backup and Restore a. Maintain schedule of, perform and monitor system backups and restores for full system and user data b. Report all backup completion results (successful as well as unsuccessful) to the Department c. Provide offsite data storage for tapes or on hard disk via e-vault d. Assure tapes are mounted and in good condition e. Maintain integrity of onsite and offsite backup tape rotation schedules, tape sequencing and retention (daily, weekly, monthly, quarterly, yearly and special requests) [14]
f. Recommend backup strategies that provide optimum coverage g. Perform special ad hoc backups and/or restores as requested h. Create and catalogue archive tapes as requested or scheduled i. All archived tapes and records are to be returned to the County upon completion of the contract. 3. Troubleshooting and Remediation (24x7x4 Support) a. Provide system monitoring, problem detection, troubleshooting and remediation support b. Schedule routine and ad hoc system software and/or hardware maintenance, repair or replacement with IBM c. Provide Power System knowledgeable support personnel for issue severity level determination and appropriate response d. Provide emergency troubleshooting and remediation services within 4 hours of problem notification 4. Performance Monitoring and Tuning a. Monitor, analyze and report on system performance to assure established thresholds are not exceeded; make recommendations for improvement b. Provide reporting on commercial processing workload (CPW), disk arm utilization, disk space utilization, disk ops per second, response time, cache hits and faults per second compare to benchmarks and highlight out-of-bounds conditions c. Perform performance tuning as determined by performance monitoring d. Recommend necessary system software or hardware upgrades/replacements to maintain required performance 5. Capacity Monitoring and Planning a. Monitor and document hardware, systems software and database usage and size and compare to established benchmarks. Alert Department when storage reaches specified usage threshold. b. Formulate and document plans for growth, expansion and replacement of hardware and system software c. Maintain regular schedule of system upgrades d. Provide disk space monitoring, planning and management 6. Device Management a. Setup print queues and print writers to print from Power System to network printers b. Setup virtual workstations and printers as requested c. Assist with device setup and support as requested d. Monitor device operation and determine/provide required support 7. Production Operations Monitoring and Scheduling a. Provide 24/7 hours system monitoring [15]
b. Maintain high availability with minimum outages according to agreed upon schedule and specifications c. Monitor Systems Operator Message Queue and respond to messages according to specified Departmental protocol d. Meet with and coordinate production schedule/activities with Departmental users e. Schedule and/or perform ad hoc execution of production jobs as requested f. Monitor operating system, sub-systems and job queues for errors, job contention and poor response time and make recommendations g. Notify Department of all findings as they occur 8. Routine IBM Hardware & Software Maintenance a. Schedule/load/perform/monitor and document all system hardware and software maintenance and repair functions with County application s manager b. Schedule and perform quarterly Cumulative Operating System Service Packs (CUMS), HIPER PTFs, Microcode, Licensed internal Code, Group PTFs, reclaim spool, reclaim storage, Full System Save, IPL. c. Perform OS system upgrades as required d. Install/Upgrade IBM software / third-party supplied Application software as requested 9. Network and Communications a. Provide Advanced Power System Network and Communications monitoring and support b. Provide robust virtual private network (VPN) platforms on secure redundant backbone providing fully managed Department endpoints c. Provide all network infrastructure, dedicated firewalls on Cisco or equivalent appliances d. Provide neutral access to all major carriers (e.g. AT&T) e. Provide internal and external cabling and line management to provide continuous service at contracted benchmarks f. Provide sufficient bandwidth (minimal and high-speed connections) 10. WebSphere Support a. Provide Advanced IBM WebSphere support b. Schedule and apply WebSphere PTFs c. Provide WebSphere upgrade planning and installation d. Provide WebSphere configuration 11. Security a. Provide a secure physical environment by means of card key or biometric access b. Provide onsite security guards and surveillance 24/7 c. Physical access is monitored and logged [16]
d. Facilities comply with guidelines laid out in the Sarbanes-Oxley Act (SOX) of 2002 and SAS 70 Type II certification. e. Provide a secure logical/software environment: all Logical Partition (LPAR) access is user ID and password protected with appropriate permission levels for system operations to be performed f. Provide firewall appliance security for internet communications 12. Disaster Recovery a. Provide strategy and procedures for a disaster recovery (DR) plan that provides for a 12 hour recovery time objective (RTO) and 24 hour recovery point objective (RPO) b. Provide resources and vendor related service hours required to perform complete simulation and test of the DR strategy once annually c. Provide production recovery execution as needed following agreed on DR strategy d. Provide redundancy/failover protection as agreed upon e. Recommend best practices for Business Continuity, revise annually 13. Facilities a. Provide a professional Uptime Institute's Tier 4, SSAE 16 compliant datacenter (with available SAS 70 Type II, SOC 2 and SOC 3 certification reports) b. Provide raised floors that fall within the Network Equipment Building- System (NEBS) guidelines c. Data center is equipped with redundant environmental controls and conditioned power supply supported by a UPS and redundant generators d. Provide 24x7/365 facility monitoring e. Provide National Fire Protection Agency (NFPA) National Electric Code NEC compliant fire monitoring, protection and suppression f. Datacenter constructed and furbished after 2007. C. Current iseries System Specifications 1. SMCTAX SMCTAX (Partition 1) exists as one of two (LPARs) on IBM server Model 520-0975-8327-7352 SN 10-48D3D. This partition is running on OS release V6R1 Cumulative C1102610 (see Attachment 8). Partition 1 is a production environment running an in-house written and maintained Property Tax Application System and database. The property tax database and applications reside on this core server. This partition also mediates the formatting and transfer of Medical Center and Revenue Services payments from Remittance Processing and web-based applications to remote systems. Partition 1 is configured to allow up to: [17]
900 CPW (Commercial Processing Workload) 635 GB of disk storage available (10 x 4327 disk units) 4 GB main memory Uses 5737, 90 MB cache disk controllers 2. SMCTEST SMCTEST (Partition 2) exists as one of two LPARs on IBM server Model 520-0975-8327-7352 SN 10-48D3D. This partition is running on OS release V6R1 Cumulative C1102610 (see Attachment 9). Partition 2 is a test environment. This partition is primarily used as an interactive environment. No batch jobs run in this environment. Partition 2 is configured to allow up to: 320 CPW 353 GB of disk storage available (6 x 4327 disk units) 2 GB main memory USES 5737, 90 MB cache disk controllers 3. SMCTWEB1 SMCTWEB1 (Partition 3) exists as a single LPAR on IBM server Model 270 2432-1519 SN 10-A65BD (see Attachment 10). This partition is running on OS release V5R4 Cumulative C1137540 (see Attachment 11). Partition 3 is a production environment. This server functions as a public facing web server housing in-house developed and maintained e-payment processing applications and is primarily an interactive environment Partition 3 is configured to allow up to: 1070 CPW 100 GB of disk storage available (6 x 4318 disk units) 1 GB main memory USES 2763 30 MB cache controllers USES 2763 90 MB cache disk controllers 4. SMCTWEB2 SMCTWEB2 (Partition 4) exists as a single LPAR on IBM server Model 270 2432-1519 SN 10-A65FB (see Attachment 13). This partition is running on OS release V5R4 Cumulative C1137540 (see Attachment 12). Partition 4 is a Test environment and secondary backup for some e- payment transaction files. Partition 4 is configured to allow up to 1070 CPW 100 GB of disk storage available (6 x 4318 disk units) 1 GB main memory [18]
USES 2763 30 MB cache controllers USES 2763 90 MB cache disk controllers D. Current iseries System Utilization 1. SMCTAX CPU utilization avg. usage 25% of available resources 900 CPW Peak CPU usage over 80% at 7PM Disk utilization 77% Disk arm contention less than 10% (less than 5 msec. avg. less than 2 msec.) Disk operations per sec. less than 350 ( avg. 200 during work day, much lower at night) Response time: peak 10 sec. at 8:00 am (avg. less than 1 sec. at all other times) Number of concurrent users: 30 max 2. SMCTEST CPU utilization max usage 35% of available resources (320 CPW) Disk utilization 68% Disk arm contention 20% (less than 25 msec., avg. 5 msec.) Disk operations per sec. less than 800 (avg. less than 300) Response time: peak 8 sec. (avg. less than 1 sec.) Number of concurrent users: 4 3. SMCTWEB1 CPU utilization max usage 60% at 8:00 a.m. (less than 20% during work hours of available resources, 1050 CPW) Disk utilization 70% of 88 GB Disk arm contention 10% less than 25msec. at 11:00 p.m. (avg. 5 msec.) Disk operations per sec. less than 80 (avg. 10) Response time peak: less than 1 Number of concurrent users: 4 4. SMCTWEB2 CPU utilization max usage 15% of available resources (1050 CPW) Disk utilization 77% of 88GB Disk arm contention 10% less than 20 msec. (avg. less than 5 msec.) Disk operations per sec. less than 80 (avg. 30) Response time avg. less than 1 Number of concurrent users: 3 [19]
E. Recommended Replacement Hosted System Recommended system replacement is a single server with four partitions supporting all environments. The LPARs (SMCTAX, SMCTEST, SMCTWEB1 and SMCTWEB2) could fit on a new Power 7 processor with a configuration similar to this. Based on collected performance data, the suggested new replacement system is a Power7 8202 E4C. It is suggested to run all the current partitions as a hosted IBM i-partition with the host being an IBM i-partition. It is suggested to have 64 GB of memory, 16 x 283 GB SAS 15k RPM disk controlled by a pair of 5805 raid controllers. It is suggested to place the disk in a 5802 disk drive enclosure so there is sufficient space for each partition to have its own Ethernet controller. All partitions could be backed up from one tape library/e-vault provider. It is further suggested to have two processors active for the IBM OS with the host partition having one processor. The number of users would be 90. Although this is the recommended system allowing for continued growth, this configuration could be reduced to provide adequate performance for current processing requirements. F. Recommended Power System Specifications by Partition 1. SMCTAX SMCTAX (Partition 1) should be configured as a single LPAR on an IBM Power System server. The partition will be running on OS release V7R1 Cumulative (latest available level). Partition 1 is a production environment. Partition 1 should be configured to allow up to: 1050-1575 CPW (commercial processor workload) 1.2 TB of disk storage available 12 GB main memory RAID data protection Number of concurrent users: 30 IBM software licenses (See Attachment7 ) 2. SMCTEST SMCTEST (Partition 2) should be configured as a single LPAR on a Power System IBM server. The partition will be running on OS release V7R1 Cumulative (latest available level). Partition 2 is a test environment. Partition 2 should be configured to allow up to: 525-1050 CPW [20]
3. SMCTWEB1 700 GB of disk storage available 8 GB main memory RAID data protection Number of concurrent users: 5 IBM software licenses (See Attachment 7) SMCTWEB1 (Partition 3) should be configured as a single LPAR on a Power System IBM server. The partition will be running on OS release V7R1 Cumulative (latest available level). Partition 3 is a Production environment. This server functions as a public facing web server and should be configured to allow up to: 1050-1575 CPW 200 GB of disk storage available 12 GB main memory RAID data protection Number of concurrent users: 5 IBM software licenses (See Attachment 7) 4. SMCTWEB2 SMCTWEB2 (Partition 4) should be configured as a single LPAR on a Power System IBM server. The partition will be running on OS release V7R1 Cumulative (latest available level). Partition 4 is a production environment and secondary backup for e-documents and some e-payment transaction files. Partition 4 is configured to allow up to: 1050-1575 CPW 200 GB of disk storage available 12 GB main memory RAID data protection Number of concurrent users: 5 IBM software licenses (See Attachment 7) G. Recommended iseries System Performance Utilization Benchmarks 1. SMCTAX Report peak day CPU utilization: avg. usage range 25-60% of available resources as benchmark Report disk space utilization: range 45-70% benchmark Report disk arm contention: range 10-25% (avg. less than 25msec.) Disk response: set benchmarks upon migration and report changes [21]
System response time: range avg. 10-30msec. peak less than 1 sec. 2. SMCTEST Report peak day CPU utilization: Avg. usage range 25-60% of available resources as benchmark Report disk space utilization: range 45-70% benchmark Report disk arm contention: range 10-25% (avg. less than 25msec.) Disk Response: set benchmarks upon migration and report changes System response time: range avg. 10-30msec. peak less than 1 sec. 3. SMCTWEB1 Report peak day CPU utilization: avg. usage range 25-60% of available resources as benchmark Report disk space utilization: range 45-70% benchmark Report disk arm contention: range 10-25% (avg. less than 25msec.) Disk response: set benchmarks upon migration and report changes System response time: range avg. 10-30msec. peak less than 1 sec. 4. SMCTWEB2 Report peak day CPU utilization: avg. usage range 25-60% of available resources as benchmark Report disk space utilization: range 45-70% benchmark Report disk arm contention: range 10-25% (avg. less than 25msec.) Disk response: set benchmarks upon migration and report changes System response time: range avg. 10-30 msec. peak less than 1 sec. H. Required Back-up schedule SMCTAX Daily Weekly Monthly Yearly SMCTEST Daily Weekly SMCTWEB1 Daily Weekly SMCTWEB2 Daily Weekly [22]
I. Required Retention and off site data storage SMCTAX 30 Daily 4 Weekly 12 Monthly SMCTEST 7 Daily SMCTWEB1 7 Daily SMCTWEB2 7 Daily J. Recommended Business Continuity SMCTAX 24 hour RPO 12 hour RTO SMCTEST No Requirement SMCTWEB1 24 hour RPO 12 hour RTO SMCTWEB2 24 hour RPO 12 hour RTO K. Third Party Software Application Requirements 1. Worksright Software, Inc. Per-Zip-4 Current system Serial Number for Product License Key 2. Maani Charting Software Adobe Flash 3. X-Analysis Software Client/Server software L. Vendor Responsibilities 1. Pre-Implementation planning The selected vendor will work with the person designated by the County as the Project Manager ( County Project Manager ) and team staff to develop a comprehensive project plan. [23]
2. Hardware Selection Vendor will recommend appropriate IBM Power processor server(s) for migrated applications and database. Vendor will install and configure the hardware and operating system software in either case. 3. System Installation The vendor will be responsible for transferring all software and data from the County s iseries computers and installing them on the target IBM Power servers at the host location. 4. System Configuration The vendor will be responsible for all required target Operating System, program development environment, database and communications configurations and settings. Configuration also includes setting up system related and environmental components for the application to work optimally (e.g., database tuning, device setup, workflow/management settings, security settings, etc.). The vendor will be responsible for configuring and documenting the above functions to meet the requirements of the County s current Property Tax System and its users. 5. Project Team Functional Training The vendor will provide Onsite project team functional training for each area of the migrated system services. This should include an overview of each function, navigation and key configuration topics to consider as well as host vendor tiered support and escalation protocols. 6. System Testing For purposes of this project, the following types of testing will be used. A formal testing and signoff procedure will be developed and used: Unit Testing Whenever a component of the system is configured or built (e.g., a program, module, custom report, interface, etc.), the party (i.e., either the County or the vendor) assigned that task has responsibility to test it and sign-off on its completion. Integration Testing After all key aspects of the system are configured and built, traditional integration testing will be done. It will be the responsibility of the County to create the integration test plan/scripts and to complete the actual testing. The vendor will assist with testing and resolving configuration issues or problems with other custom components built by the vendor (e.g., system values, communication configurations, interfaces, etc.). Integration testing will also include a subset of representative employees chosen by the [24]
County for testing. Integration testing results will be signed off by both the vendor and County Project Managers. Parallel Testing Parallel testing of all system components and processes will be required. The County will not go live with the new system until a full business cycle has successfully been completed. The definition of success will be in the sole judgment of the County. Successful parallel testing will be signed off by the County. Performance and Stress Testing Performance testing will be done twice during the implementation. The successful vendor will do the first performance test after the system has been substantially migrated and configured. At this point, it is not necessary to have an optimally tuned and configured system. This is simply an early test to ensure that the applications have reasonable transaction response times (as specified in the technical requirements) and to allow the project ample time to correct performance problems no matter the source of the issue. The vendor will be responsible for performance testing with assistance from the County, including any necessary performance tuning by the vendor. The last performance test will be formal in nature, all components of the system must have been migrated and the system must have been fully tuned for optimum performance. The vendor will be responsible for performance testing with assistance from the County, including any necessary subsequent performance tuning. The County will not go live with the new system until it has had successful performance testing as approved by the County. The definition of success will be defined in the software vendor s contract. For this last performance test, the vendor will be required to use the County s LoadRunner software tool for testing or the vendor can use its own tools so long as it provides the County with the software licenses and any scripts used for the current project that can be reused in the future. 7. Migration to Production Migration to production will be the primary responsibility of the vendor, except for certain tasks that can only be performed by the County (e.g., object changes, last refresh of the data, areas that the County developed, etc.). The vendor must develop a detailed cutover plan with tasks assigned to the vendor and the County team members. 8. Project Management In an effort to keep the project on time and within budget, The County requires the selected vendor to assign a project manager to oversee project implementation. The vendor project manager will work with the County project manager to ensure project success. This will include completion of [25]